Returns Policy

Overview

Our returns policy is outlined below. Due to different requirements under the Consumer Rights Act 2015, our returns policy applies differently to some of the products we sell, as outlined here.

1: Pasteurised or sterilised organic supplies – examples being colonised or sterilised grain, sterile substrates, grow bags / kits containing a combination of grain and substrates, liquid culture, colonised grain and colonised agar. These are products which are perishable with limited lifespans and should be thought of in much the same way as cooked foodstuffs.

2: All other products – examples being (empty) mushroom grow bags, injection ports, syringe kits and anything not ‘cooked’.

Returns Policy – Pasteurised or sterilised organic supplies

Items in this category can only be returned for refund if they are delivered in a ‘damaged’ state. This might include bags where contents have been exposed to air due to bursting whilst in transit, for example. In such cases the delivery container/box will be damaged at the time of delivery and this damage must be noted with the delivery agent at the time. The nature of the damage needs to be reported to the delivery agent so that we can claim compensation from them and this proof must be provided to us (in the form of photos). To be eligible for a return, you must submit a returns request within 3 days from delivery, identifying the item and explaining why a refund is being requested.

How

To submit a returns request, log in using your account details and you will find a link to the returns form on the main menu which you need to complete fully. If you do not have an account with us, use the standard website contact form to request a return, providing your details and your order details.

If more than 3 days have passed since your purchase, we can’t offer you a refund or exchange. Refunds and returns cannot be accepted for any other reason, as allowed for under the Consumer Rights Act 2015, perishable goods exclusions. Returns can in any case only be accepted if the item is unused, unopened and in the same condition that you received it. It must also be in the original packaging.

Returns Policy – All other products

Return requests can be accepted for a period of up to 14 days from the date the items were delivered to return them to us for a refund. To be eligible for a return, you must submit a returns request. Returns can in any case only be accepted if the item is unused, unopened and in the same condition that you received it. It must also be in the original packaging.

How

Items delivered damaged:

We acknowledge that some courier drivers can be careless with packages and that damage can occur in transit and our returns policy allows for return of items damaged through careless delivery. If any item is received in a damaged state a return can be approved provided photographs of the original packaging (inner and outer) are provided, along with photographs of the damaged item itself. Any damage must be reported to us by the end of the working day after delivery.

To complete your return request, we require an order number in all cases.

Contamination Claims

All materials produced by us such as grow bags, sterilised or pasteurised substrate materials, liquid cultures and spore syringes when made available are processed in sterile working conditions and are almost all made specifically to order. Items such as grow bags and sterilised/pasteurised materials are produced less than 48 hours prior to dispatch. It is biologically impossible for any of these items to arrive with contamination. Bag discolouration caused by sterilisation or internal condensation generated by the same process are not forms of contamination. These items, unless delivered with damaged packaging, are supplied sterile and no claim for contamination can be accepted under our returns policy. Sterility and contamination subsequent to delivery are entirely the responsibility of the user.

Liquid culture syringes are filled and supplied from our own stocks which are thoroughly tested prior to use or being made available for sale, and are supplied free of contamination. Any contamination which occurs after delivery is the user’s responsibility, so great care should be taken with sterile working techniques.

Non-delivery claims

We can only accept refund claims where a courier accepts that delivery was not made. It is the buyer’s responsibility to specify at the time of order any special notes relating to delivery. If you are not going to be home at the time of delivery it is your responsibility to specify a neighbour with whom the parcel can be delivered, or a safe place to leave a parcel.

Refunds

If your return request is approved the buyer is responsible for returning the applicable items to us – receipt for postage or tracking details should be retained in case of non-arrival. A returns code and address will be provided in the approval email. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Late or missing refunds

If a refund has been approved and you haven’t received a refund yet, first check your bank account / card account again. Then contact your credit card company / bank, as it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us by replying to your refund confirmation email.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Shipping returns

To return your product, you should mail your product to the address provided with your returns authorisation email and proof of posting/tracking details should be retained so that you can claim against your insurer in case of non-arrival. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs charged on your order are non-refundable other than in circumstances where we can make a claim against the courier for damages.

See Also

Our delivery terms can be found by clicking this link.
Our privacy policy can be found by clicking this link.